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Team Leader, Operations

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Concentrix

14d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    People, HR & Administration
  • Cape Town

AI generated summary

  • You need 1+ years as a Team Leader, strong coaching and communication skills, ability to multitask and meet deadlines, and a flexible schedule. Must thrive under pressure.
  • You will supervise call center associates, coach performance, address issues, ensure KPI compliance, handle escalated calls, conduct meetings, organize activities, and uphold company values.

Requirements

  • One plus years Team Leader experience
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule

Responsibilities

  • Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
  • Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
  • Communicate expectations to employees and provide timely updates
  • Provide subject matter expertise in handling escalated customer calls as needed
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
  • Stay current on internal work processes, policies and procedures. Attend required manager development training
  • Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

FAQs

What is the primary responsibility of the Team Leader, Operations?

The primary responsibility of the Team Leader, Operations is to supervise the day-to-day activities of a group of call center associates and ensure that performance metrics are achieved through coaching, motivation, and accountability.

What qualifications are necessary for this role?

Candidates should have at least one year of Team Leader experience, strong communication skills, the ability to coach and develop team members, and the capability to work under pressure and meet deadlines.

What type of team does the Team Leader supervise?

The Team Leader supervises a group of call center associates who perform either single or multiple related tasks within the operations.

How often should performance coaching take place?

Performance coaching should take place at a minimum on a weekly basis to ensure that performance metrics are achieved.

Are there opportunities for team activities or meetings?

Yes, the Team Leader conducts team meetings to facilitate communication and organizes team activities to promote a collaborative work environment.

Is this position flexible in terms of working hours?

Yes, the position requires a willingness to work a flexible schedule to accommodate the needs of the operations.

What does the Team Leader do when performance issues arise?

The Team Leader identifies performance-related issues, develops action plans for improvement, implements corrective actions, and may address employment termination if necessary.

Where is the location of this job?

The location for this job is in Cape Town, South Africa, specifically at 19 Hertzog Blvd, Cape Town, 8000.

What values does the Team Leader promote?

The Team Leader promotes the Concentrix values through their behavior and attitude and acts as an advocate for team members.

Does Concentrix offer equal employment opportunities?

Yes, Concentrix is an equal opportunity employer and evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, or disability status.

Consulting
Industry
10,001+
Employees

Mission & Purpose

We’re Concentrix. A global technology and services leader that powers the world’s best brands, today and into the future. We’re human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise.